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Guest Resolutions Supervisor

Butlin's
Bognor Regis, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
PRiMEtrackersradioshandheldsbooking systems

Full Job Posting

Key Responsibilities

  • Welcome Experience, Arrivals & Day Visits Leadership
  • Supervise the Welcome Team to ensure fast, friendly and efficient guest arrivals and check‑ins. • Oversee queue management, signage, flow and peak‑time support. • Support the Day Visits operation, ensuring smooth entry, information provision and problem resolution. • Deliver on‑the‑day solutions for guests arriving with booking issues, upgrades or unresolved queries. • Ensure the Welcome Area is always staffed, guest‑ready and equipped.
  • Escalated Guest Problem Resolution (On‑Resort Ownership)
  • You will own and resolve issues escalated from Central Guest Services including:
  • Lost Property (On‑Resort & Post‑Break)
  • Coordinate “left in unit” recovery with Accommodation teams. • Review central lost property spreadsheets and contact guests to reunite or arrange postage.
  • Key Card & Accommodation Access Issues
  • Carry the duty phone and coordinate let‑ins or arrange team attendance. • Communicate updates back to Central Team Leader.
  • Accommodation Moves / Inspections / High‑Priority Issues
  • Contact guests regarding approved moves. • Chase guest jobs that are overdue our SLA’s
  • Goodwill & Complaint Escalations
  • Make local decisions on goodwill gestures within agreed limits. • Resolve escalated restaurant, activities, venues or add‑on issues once passed from central. • Update PRiME and close the loop with guests.
  • Wristband Issues, Replacements & Local Payments
  • Take payment for re‑issue charges and distribute replacement wristbands locally.
  • Health & Safety, Emergency and Behaviour Calls
  • Attend or coordinate the correct team response for H&S escalations. • Support Accommodation/Safety with behaviour escalations requiring intervention. • Action infestations escalated from central (inspection, move requests, follow‑up).
  • High‑Risk SOP Escalations
  • Attend rooms or locations as required • Coordinate with Resort Safety and follow SOP protocols.
  • Illness / Norovirus Processes
  • Complete relevant paper work and update PRiME. • Contact guests to advise on isolation or departure instructions where required.
  • Accidents / First Aid / Emergency Services Support
  • Coordinate completion of accident forms and ensure first aid have attended
  • Accommodation Task Coordination
  • Assign jobs to team members for:
  • Keycard issues
  • Inventory needs
  • Recleans
  • Guest moves
  • Any other guest related need
  • Evening Resort Coverage
  • Act as primary guest‑resolution contact across resort during evening hours. • Make proactive patrols of common areas, identifying and resolving guest issues early. • Provide real‑time communication to management for significant issues.
  • Team Leadership, Culture & Development
  • Lead, coach and direct the Welcome Team and any allocated evening resolution staff. • Deliver daily briefs, shift expectations and service standards. • Monitor service levels, guest interactions and queue performance. • Provide real‑time feedback and ensure all team members understand the guest journey. • Role‑model Butlin’s Values and Leadership Behaviours at all times.
  • Operational Excellence, Safety & Compliance
  • Ensure all processes relating to incident handling, escalation and PRiME logging are followed. • Maintain full compliance with H&S, accident reporting, safeguarding, data protection and emergency SOPs. • Ensure the duty mobile is managed professionally with timely response and clear communication. • Complete daily checks of Welcome areas and operational readiness.
  • Collaboration & Communication
  • Work closely with Central Guest Services to complete escalated cases quickly and accurately. • Maintain strong relationships with Accommodation, Facilities, Resort Safety, Entertainment and F&B teams. • Provide clear handovers to management for unresolved evening cases. • Update trackers, PRiME notes and follow‑up logs to ensure accuracy and transparency.

Skills, Knowledge & Expertise

  • Experience in guest‑facing roles within hospitality, tourism, leisure or customer service. • Strong problem‑solving skills with the ability to stay calm under pressure. • Confidence supervising a team and leading from the front. • Ability to resolve complaints empathetically while maintaining standards. • Experience working with multiple departments and managing stakeholders. • Strong written and verbal communication skills. • Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems). • Ability to work evenings, weekends and peak periods.

Requirements

  • Experience in guest‑facing roles within hospitality, tourism, leisure or customer service. • Strong problem‑solving skills with the ability to stay calm under pressure. • Confidence supervising a team and leading from the front. • Ability to resolve complaints empathetically while maintaining standards. • Experience working with multiple departments and managing stakeholders. • Strong written and verbal communication skills. • Competency using digital systems (trackers, PRiME, radios, handhelds, booking systems). • Ability to work evenings, weekends and peak periods.

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